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Thank you for assisting the customers of this casino.

On the 21/04/2024, I made a deposit, won, and tried to withdraw my winnings, but I was unable to do so because they needed some documents which I have sent. I was told it would take 2 weeks and that time has already passed, yet they neither let me verify it nor withdraw my money. Today, on 05/05/2024, I am still waiting.

Previously, the withdrawals were done within days, but now it's been two weeks and there's no sign of any progress.

Gracias por ayudar a los clientes de este casino

El día 21/04/2024 hice un depósito, gane y quise retirarlo, pero no sé pudo porque necesitaban unos documentos y los envié. Me dijeron 2 semanas y ya paso ese tiempo y no me dejan verificarla ni sacar mi dinero. Hoy 5/05/2024 sigo esperando.

Antes los retiros eran en días y ahora van 2 semanas y nada.

Dear Carlos_94,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you have made successful withdrawals before? If yes, when exactly did you make the last withdrawal?
• Could you please advise which documents you have already provided? Have you provided all the required documents in the correct format?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, if I made my last withdrawal on 04/20/2024. The documents they requested were: My National Identity Document (both sides), Internet receipt, Bank Statement, Selfie Photo with my ID.

And the last thing, no bonus was active at that time.

Hola, si realice mi último retiro el día 20/04/2024. Los documentos que me solicitaron fueron: Mi Documento Nacional de identidad( ambas caras), recibo de Internet, Extracto Bancario, Foto de Selfie con mi Dni.

Y lo último, no estaba activo ningún bono en ese momento.

Today, I received the payment without any further inconvenience.

Also thank you.

Hoy , recibí el pago sin ningún inconveniente más.

Igualmente gracias.

Dear Carlos_94,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru